Complaints Policy

Purpose
This policy outlines the procedures for addressing complaints received from our listeners. Our goal is to ensure transparency, accountability, and improvement in our broadcasting services.

Scope
This policy applies to all listeners of RAT FM, owned and operated by PHAZE Broadcasting Pty Ltd and encompasses all complaints regarding programming, content, conduct of staff, and other related issues.

1. Complaints Definition
Complaints may include, but are not limited to, the following:

• Inappropriate content (language, themes, etc.)
• Technical issues (signal problems, interference, audio quality, etc.)
• Staff conduct (behavior on air or off-air)
• Disputes regarding contest rules and outcomes
• General concerns regarding station policies or practices

2. How to Submit a Complaint
Listeners can submit complaints through the following methods:

• Phone:  03 5303 0542
• Email: complaints@ratfm.com.au
• Mail: 30 Production Drive, Alfredton, Victoria 3350
• Website: www.ratfm.com.au

3. Information to Include
To help us address your complaint effectively, please include:

• Your name and contact information
• A detailed description of your concern / issue
• The date and time of the incident or broadcast in question
• Any specific resolution you are seeking

4. Acknowledgment of Complaints
All complaints will be acknowledged within 72 hours of receipt and we aim to resolve all complaints within 30 calendar days, providing a response to the complainant.

5. Investigation Process
Complaints will be investigated promptly and thoroughly. The investigation may involve:

• Reviewing relevant broadcasts
• Speaking with involved staff members
• Gathering additional information from other listeners if necessary

6. Resolution and Feedback
Upon completion of the investigation, [Radio Station Name] will provide a response to the complainant within [Specify Time Frame, e.g., 14 days]. This response may include:

• Findings from the investigation
• Actions taken or proposed as a result
• Any adjustments made to programming or policies

7. Appeal Process
If a listener is not satisfied with the response, they may appeal by:

• Submitting a new complaint outlining their concerns regarding the initial response
• Addressing the appeal to [Specify Relevant Department or Individual]

8. Record Keeping
All complaints and their resolutions will be documented and retained for a minimum of [Specify Duration, e.g., 2 years] for review and improvement of station practices.

9. Policy Review
This Complaints Policy will be reviewed periodically to ensure its effectiveness and relevance.

Contact Us
For further inquiries about this policy, please contact us at [Contact Email or Phone].

Feel free to modify any sections to better fit the specific needs and context of your radio station.